Operations & Customer Success Lead | Data-Driven Coach

John Clements Consultants, Inc.; Lucena; On-site; PHP 670,000 - 949,000; Full time

Job summary

John Clements Consultants, Inc. is seeking a hands-on Team Lead to oversee daily BPO operations, coach agents, and drive performance using KPIs.

You will monitor CSAT, NPS, AHT, quality and service levels, conduct coaching sessions, and implement process improvements to enhance the customer experience in a high-volume environment.

The ideal candidate has 3–5+ years in BPO or call center, 1–2 years in a supervisory role, and proven ability to manage teams with data-driven insights.

Qualifications

• 3-5+ years in BPO, call center, customer service, or operations.
• 1-2 years in a Team Lead or supervisory role.
• Experience managing customer support and/or back-office teams.
• Strong knowledge of KPI, productivity, and performance management.
• Experience in a high-volume customer support environment.
• Data-driven and comfortable with performance reports and dashboards.
• Highly organized with ability to manage multiple priorities.
• Experience with Zendesk, TalkDesk, Power BI is an advantage.

Responsibilities

• Lead and supervise Customer Support and/or Back Office teams to ensure efficient daily operations
• Monitor team performance, productivity, attendance, quality, and service levels
• Ensure consistent delivery of high-quality customer service and support
• Handle escalated customer concerns and provide guidance to team members
• Monitor KPIs such as CSAT/NPS/AHT/FCR, quality, response time, resolution time, ticket volume, backlog, productivity, and quality
• Conduct regular coaching sessions, team huddles, and performance reviews
• Identify training and development needs and support team members in achieving their performance goals
• Prepare and analyze team performance reports and provide recommendations for improvement
• Identify operational gaps and implement process improvements to enhance efficiency and customer experience
• Ensure compliance with established processes, policies, and SOPs

Skills

People leadership

Coaching

Data-driven

Performance management

Tools

Zendesk

TalkDesk

Power BI

Job description

John Clements Consultants, Inc. is seeking a hands-on Team Lead to oversee daily BPO operations, coach agents, and drive performance using KPIs.

You will monitor CSAT, NPS, AHT, quality and service levels, conduct coaching sessions, and implement process improvements to enhance the customer experience in a high-volume environment.

The ideal candidate has 3–5+ years in BPO or call center, 1–2 years in a supervisory role, and proven ability to manage teams with data-driven insights.